OUR HOUSE - Braselton

use of catch pole on small dog

“he used a catch pole—typically used by animal control on dangerous animals—to restrain her, which resulted in a mouth injury”

alleged underfeeding leading to weight loss

“our dog was fed 8 cups of food over the 7 days she was there”

dog permanently banned after one incident

“the decision was made to permanently ban him from boarding”

owner threatened to report dog to animal control to pressure review removal

“the owner called me a day after my original review and threatened to report my dog to Animal Control if I did not remove this review”

refusal to release dogs due to 90-second late arrival

“Caris walks around the corner of the building and said I was too late and heads to her car”

staff inattentive/on phones during business hours

“I was greeted with 8 employees all up front doing nothing”

incorrectly written care instructions with potential safety risk

“my instructions that my dog NOT wear her collar to avoid our other dog taking her down ... was incorrectly written down as 'no leash around neck'”

Sunday billing policy perceived as unfair

“if you drop off on a Saturday after 12 and pick up Sunday afternoon(only available option) you are still charged for 2 days of boarding!”

billing/policy disputes(4 mentions)

“This place is actually a huge rip off if you stay at any point on Sunday. The team has horrible communication about fees and charges.”

aggression/behavior incidents handled poorly(3 mentions)

“Use of a catch pole on a small, non-aggressive dog like mine was shocking”

customer service issues at pick-up(3 mentions)

“half of the time they ignore you when you arrive until you say something”

grooming mistakes or disappointments(3 mentions)

“So disappointed that Lucy's lashes were cut! Each time Murphy and Lucy had come in for grooming we had told them to never cut her lashes, yet they did.”